Likelihood to Recommend

IBM Watson Campaign Automation

Silverpop is a powerful and comprehensive tool for digital marketers, and is apprprioate for companies of varying sizes, as well as both B2B and B2C models. It's particularly well-suited for companies with large, accurate customer databases and the ability to track customer actions on their websites to use as marketing automation triggers.

API

Role-based workflow & approvals

Customizability

Integration with Salesforce.com

IBM Watson Campaign Automation

9.0

Integration with Microsoft Dynamics CRM

IBM Watson Campaign Automation

8.0

Integration with SugarCRM

IBM Watson Campaign Automation

8.0

Pros

Customer support

As someone very new to the administrative side of email marketing a few years ago, I needed a thorough onboarding to the tool. And that's just what I received. Online training, technical support, webinars, and the personal involvement of our Relationship Manager and Account Director helped me ramp very quickly and achieve proficiency with the tool. SIlverpop has robust and varied offerings that meet the needs of multiple learning styles.

Flexibility

As a company with marketing teams in multiple countries, a vast product portfolio, customers in many different industries, our business is inherently complex. TI needs a partner that is flexible and can adapt to our sometimes unique needs. One example of this is Silverpop's willingness to help make connections between our database and the tool to ensure accuracy and efficiency.

Product Development

Silverpop is constantly evolving its offering. In an industry like ours, change is the only constant - so this makes Silverpop a very good fit for TI. Making the jump to marketing automation has been a seamless one, thanks to the capabilities available in Engage. We also greatly value the opportunity to provide input toward future development, as our needs change.

Cons

Reporting for Programs

Tracking results for automated programs is very manual (does not calculate open and click rates) and time consuming. It's also not possible to pull reports for multiple programs at once, as can be done using 'comparison report' for push emails.

Likelihood to Renew

IBM Watson Campaign Automation5.5

Based on 30 answers

Our need for robust functionality, increased efficiency and the personal, technical support of our Account Director meets our current needs. For these reasons, I'm highly likely to recommend that my organization renew its relationship with Silverpop. Throughout our 8+ year engagement, Silverpop has time and again proved it is a partner that will grow with us as our needs evolve and change. This willingness and the constant evolution of the product continually enable us to be on the forefront with customer engagement.

Reliability and Availability

IBM Watson Campaign Automation10.0

Based on 2 answers

While several of the other reviews have mentioned poor performance in this department, we have only had one situation where the system was down (although it was down for several hours). Silverpop segments its clients on different servers, and I know that the problem we experienced only occurred on our specific server (maybe other servers have had their own problems?) but our service has been reliable otherwise.

Support

IBM Watson Campaign Automation5.9

Based on 5 answers

Admittedly, I use support a lot, primarily when my users have questions (or problems) that I cannot resolve. Support is always quick to respond (either by email or phone), and do their best to resolve problems or concerns as quickly as possible. There have been times where some problems have taken over a week, but if you talk to your relationship manager, they can usually be escalated and quickly resolved. Overall -- the support is there when you need it, and is available 24 hours.Additionally, there is also the user community and knowledge base for those who want to research on their own.

Online Training

IBM Watson Campaign Automation9.0

Based on 2 answers

The online trainings are very detailed (for the most part) and really walk through the entire system. They are a little dry, but they are usually broken up into segments to allow you to skip to the parts you need.

Alternatives Considered

I've used IBM Campaign and Apteco PeopleStage and find WCA significantly easier to get to grips with. Simplicity comes from the presentation of the data to the tool and an intuitive UI. IBM Campaign has significantly greater ease of access to and manipulation of ad hoc data sources, but that ease can lead to excessive/unecessary data being drawn in and laziness around preparation.

Return on Investment

Better customer service: emails are more reliably sent than our last platform

Better holistic view of our email program: All emails are now currently sent through Silverpop, so we have a better view on how customers are engaging across all email messages and what messages they are interacting with.

More control for the Marketing team: Previously all of our automated messages were sent from our internal platform and marketers had little control over messaging, without going through IT prioritization time and a release. Today, we can make changes to copy, links, imagery on the fly. Data changes sometimes do still require IT time, but much less than before.